Cheated and unauthorised Broadband service contract

[tiffanych]

I just received a letter said my broadband services changed to EE at Warrington shop which I never went there for signing a new contract.   I called BT and they asked me to go to the EE shop directly for contract cancellation. 

I went there today and the sales said I need to wait until Monday as Shop Manager & Salesman in charge will be there in that day.  He said my partner went there for upgrading his mobile data plan end of May, I said that’s only for mobile services, why the salesman can changed the BT  broadband services without my consent?

 He can’t do anything for me and he repeatedly said anyone in my household can change it😡What the hack?!  BT broadband contract & Bank acc. for direct debit are under MY Name (not my partner), how come anyone can change it without my consent or do it on behalf of me without permission? Is this legal in UK?

We are an individual, I don’t think BT can transfer all my information and bank details to it’s sister company without my consent/signature?   

The online LOYALTY team said they can only offer me £30.99 for Full Fibre 150 in EE, but my BT contract is £34.99 for Full Fibre 300, that’s not the contract I signed with EE, why they still forced me to stay with the unreasonable plan?  EE misrepresentation and misselling that made me suffered a loss, I won’t agree with the arrangement.

As a long term loyal customer with BT, I’m going to extend the contract with BT this month, and now I feel cheated by the EE team.  Is this misrepresentation under the Misrepresentation Act 1967 ? I’m so tired & emotional distress to deal with online CS and Shop’s representatives, it’s highly appreciated if someone can help me to figure out the following steps.

Thank you!

[Chris_B]

@tiffanych  Is your partner on your account?  EE account?    

[tiffanych]

No, I never had any contract with EE.  Only my partner got EE mobile service plan 

[Chris_B]

@tiffanych   And the BT BB is on your name ? If that’s the case then they can’t change you over to EE BB as you are the account holder not your partner.   The change can not happen unless you request it.  

[tiffanych]

Yes, BT BB contract is under my name only and also only authorised direct debit with BT.  Few days ago I received a letter and found EE is going to direct debit from my bank (checked on my app).  This is really a serious issue so I called BT and go to the shop today, no one can solve the issue with me.   Shop’s salesman ask me to go there on next Monday to meet the shop manager & the salesman in charge for my case .

How ridiculous is that they change it without my consent🥲

 

[tiffanych]

17/6 update:

My partner & I went to the shop today and the Shop manager & salesperson in charged were not there which the Salesman on Friday ask me to come again today, sigh 😮‍💨 they are not going to responsible and try to run away for their mistakes ?!🙄

After checked, My partner only singed a mobile data contract, no broadband services mentioned in it.  We talked to the store Leader, he tried to figure out what happened with our case, he said no one can transfer BT broadband services without our permission, we must receive a link via mobile message to confirm for security reasons.  However, we never received any link and click on it.   And then, he has given all my BT account details to EE security team to check who endorsed my contract and ask me to wait until tomorrow as he still not yet got any response.  

This must be slamming and illegal practice.  What can I do if the salesperson done it by herself without my consent?

See if the shop can give me a response tomorrow and will update the status here afterwards.

[JimM11]

@tiffanych Link in case you require it. BT and EE are coming together to give you more | Learn more about the relationship between EE and BT

May be worth also grabbing a copy of the BT Terms and conditions, there is a section where they do say that they can change the service at any time? Conflicting information!

[tiffanych]

Hi, I know they are sister company but they still need my consent before moving my services to EE, even the CS team and Shop leader are states that there must be an authorisation link sent to the account holder before proceeding with broadband transfer. However, I never received any link, notification and new contract terms from EE, I have no idea what was going on with such mis-selling practice.  

P.S. I still waiting for the responses from the shop, it really makes me feeling tormented these days without any solutions.

[JimM11]

@tiffanych You should read the following link, I do think that BT have the right to move you to the EE service, it states it in the BT terms and conditions, Know you have a problem with it so look at the link when you get time and not sure if the letter that you got was the prompt to get it started or stopped. HTH

Moving your account from BT to EE | Help | EE

[tiffanych]

I think the point is they can move my existing plan to EE , but what I’m facing is a new 24months broadband contract started from 27/5/2024 has been signed by someone without my consent.   I never sign any new contract with BT or EE ( my BT contact will end on July.24), I can switch to any other providers when contract ends.   However, I’ve been told I have a new contract with EE for 24months and going to direct debit my bank account right now, this is really serious issue  and illegal practice they made.  

I just called the shop as no one contact me, they asked me to go to the shop again tomorrow as the broadband security team needs to verify with me , and talk together for the next steps. 🤦🏻‍♀️ I lived far away from Warrington and why we can’t solve the problem at once.  They need to compensate what I’m suffer for the inconvenience and distress caused